Customer Experience & Operations Manager

NANA; Kotzebue (AK); On-site; USD 70,000 - 100,000; Full time

Job summary

NANA Net in Kotzebue, AK is seeking a Customer Service Manager to lead a front-line team of CSR I and II, shaping daily priorities, coaching, and ensuring high-quality, compliant service across rural communities.

You will own KPI results, coordinate with Field Operations, Network Operations, and Finance, and drive improvements in call handling, billing support, and consultative sales while maintaining accurate records and strong customer focus.

Qualifications

• High School Diploma or GED or equivalent.
• 5+ years in customer service, with 1–3 years in a lead/manager role; telecom or utilities experience preferred.
• Proven coaching experience and ability to improve KPIs (service levels, accuracy, collections).
• Working knowledge of billing/CRM systems, call center platforms, and ticketing tools.

Responsibilities

• Lead and develop CSR I and II teams; conduct regular 1:1 coaching and feedback.
• Oversee day-to-day customer service operations, call/chat/email queues, and staffing to meet service levels.
• Escalate complex issues involving technical troubleshooting, billing disputes, and outages.
• Ensure accurate payment posting and reconciliation; partner with Finance on audits.
• Direct Tier 1 technical support quality and guide troubleshooting using knowledge articles.
• Maintain accurate customer records in CRM/billing systems and publish weekly KPI dashboards.
• Own training, onboarding, SOP updates, and QA calibration sessions.

Skills

Coaching

Team leadership

Customer service

Communication

Data analysis

Education

High School Diploma or GED

Tools

CRM systems

ACD platforms

Microsoft Excel

Ticketing tools

Job description

NANA Net in Kotzebue, AK is seeking a Customer Service Manager to lead a front-line team of CSR I and II, shaping daily priorities, coaching, and ensuring high-quality, compliant service across rural communities.

You will own KPI results, coordinate with Field Operations, Network Operations, and Finance, and drive improvements in call handling, billing support, and consultative sales while maintaining accurate records and strong customer focus.